NOT Remote

As a member of the Client Device Support team, the Hardware Tech supports and resolves technology issues and project initiatives in the region, maintains a strong working relationship with peers in all regions and works collaboratively and closely with the Regional Service Managers, customers and other IT team members to ensure the delivery of excellent customer service. 

Departmental and Technical Support 

• Performs quarterly end of lease activities as assigned.   
• Works on local and enterprise IT projects. 
• Works collaboratively and closely with Regional Service Managers, customers, other IT team members to ensure customer satisfaction needs are accomplished in acceptable timeframes.  
• Performs necessary system upgrades, repairs and maintenance on computer systems and peripherals.  
• Installs, integrates, and configures new computer systems.  
• Utilizes problem tracking system and procedures utilized by IT, and communicates needed changes to the system administrator. 
• Works collaboratively with other IT group members to ensure optimal application functionality. 

Customer Service 

• Works collaboratively and closely with Regional Service Managers, customers, other IT team members to ensure customer satisfaction needs are accomplished in acceptable timeframes.  
• Interacts with customers, Regional Service Managers, and the IT management team to ensure hardware and software needs are met in acceptable timeframes.   
• Covers on-call when required. 
• Provides night and weekend on-call coverage as scheduled.   
• May assume additional on-call responsibilities as directed by Manager. 

Business Support 

• Maintains an understanding of the business environment and the business needs for local affiliate.  
• Monitors new developments in technology to determine their applicability to improve the delivered product while maintaining standardization. 
• Supports Corporate Unified Communications and Video Conferencing solutions as required.   
• Completes special projects and monthly reports as assigned. 
• Performs other duties as requested to facilitate the smooth and effective operations of the department. 

Basic UPH Performance Criteria  

• Demonstrates the UnityPoint Health Values and Standards of Behaviors as well as adheres to policies and procedures and safety guidelines. 
• Demonstrates ability to meet business needs of department with regular, reliable attendance. 
• Employee maintains current licenses and/or certifications required for the position. 
• Practices and reflects knowledge of HIPAA, TJC, DNV, OSHA and other federal/state regulatory agencies guiding healthcare. 
• Completes all annual education and competency requirements within the calendar year. 
• Is knowledgeable of hospital and department compliance requirements for federally funded healthcare programs (e.g. Medicare and Medicaid) regarding fraud, waste and abuse.  Brings any questions or concerns regarding compliance to the immediate attention of hospital administrative staff.  Takes appropriate action on concerns reported by department staff related to compliance. 

Education: 

• Two-year degree in Computer Science or Programming. Equivalent education and work experience will be accepted only if previous experience applies to specific systems.

Experience: 

• Requires Personal Computer experience.
• networking experience preferred. 

License(s)/Certification(s): 

• Valid driver’s license when driving any vehicle for work-related reasons. 

Knowledge/Skills/Abilities: 

• Knowledge of a wide range of computer systems software, applications, hardware, and communications. 
• Requires highly developed communications and negotiation skills to effectively work with all levels of management throughout the UnityPoint Health, its subsidiaries and affiliates.   
• Knowledge of maintenance and repair of computer hardware; b) Investigating and resolving problems, and/or repairing as specified by work orders; c) Performing system upgrades, and other customized configurations; and d) Installing, integrating and configuring new systems and hardware for users. 
• Knowledge of healthcare industry systems preferred. 
• Must have strong telephone and typing skills. 
• Knowledge of regulatory and accreditation requirements is mandatory.   
• Ability to understand and deal effectively with problems and opportunities in a complex multiprocessing environment is crucial. 
• Understands computer system functionality, limitations, and architecture of  
• supported applications.  
• Ability to work as a team member, creating and maintaining effective working relationships. 
• Ability to understand and apply guidelines, policies and procedures. 

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